How to Professionally Answer a Business Phone

Effective telephone etiquette builds customer loyalty.

Customers determine whether a business is a success or a failure by choosing where to spend their money. Using a customer-friendly approach that includes communication, education and relationship-building, a business will realize increased profits and growth. Frequently, a customer's first experience with a company happens via the telephone, so it is crucial for staff to utilize effective business phone communication skills to build and retain a loyal customer base.

Instructions

1. Clear your throat and take a deep breath before answering an incoming call. Professional speaker Anne M. Obarski, writing on the website Business Know-How, notes that speaking from the top of a deep breath conveys more energy to the caller than normal, shallow breathing.

2. Speak slowly and clearly with a positive tone. Since body language and facial expressions are invisible, your tone of voice is a powerful tool in projecting your company's approach to customer service. If your tone is flat and you sound bored, it tells the customer that their call is not important. A friendly, confident tone opens the door for effective communication with each caller.

3. State your company's name, department name and your full name when answering each call. For example, a greeting such as "Thank you for calling XYZ Corporation Customer Service Department, this is Jane, how may I help you?" extends necessary information in a welcoming manner.

4. Listen. After your greeting is finished, listen to the caller's question or statement without interrupting. Once you know the purpose of their call, you'll be able to answer their questions or direct them to the appropriate party.

5. Take notes. If the caller has quite a bit to say, jot down important information such as account numbers, contact information and the reason for their call. If you have to transfer this call to another party, you'll be able to fill them in before completing the transfer.

Tips & Warnings

• If you must transfer a call, provide the direct contact number of the person to whom they are being transferred in case the call is disconnected.

• When placing a caller on hold, ask first and allow them to respond as to whether they wish to hold. This gives them the chance to decide and shows consideration for their time.

References

• Rutgers University Libraries: Phone Etiquette Tips
• Business Know-How: How to Improve Your Telephone Skills